Our client, a leading financial services firm, is looking for a Quality Assurance Manager to join the team on a permanent basis.
As a Quality Assurance Manager, you will work to reintroduce the Quality Assurance (QA) programme in the operational teams. You will provide assurance that the firm is delivering suitable outcomes and support to customers, adhering to processes and procedures. The role will also involve building and leading a rightsized QA team.
Role and Responsibilities:
* Work with all business areas to develop a strong culture of quality.
* Oversee the Quality Assurance of all customer-facing departments, including but not limited to Customer Service, Customer Relations, and Financial Crime Departments.
* Carry out investigations and assessments, providing rationale and supporting evidence for findings.
* Identify emerging themes or issues, highlighting poor customer outcomes and establishing root causes for senior management and operational areas.
* Liaise with the business to understand issues and ensure learnings from QA are used to improve quality and customer outcomes.
* Provide robust reporting, analysis, and communication to assure senior management and operational areas of compliance with the QA Framework and regulatory obligations.
* Regularly review and update the QA Framework, Scorecards, and Guidance, applying a risk-based approach.
* Report findings to various forums and committees, including the Risk & Compliance Committee.
* Share knowledge and develop the QA team.
Key Skills and Experience:
* Experience working within a QA function.
* Ability to build strong stakeholder relationships.
* Understanding of how technology can improve QA efficiency.
* Strong communication skills, both written and verbal.
* Experience working in fast-paced environments and delivering targets.
* Strong analytical and organizational skills.
* Ability to assess monitoring findings pragmatically.
* Confidence in engaging with operational areas and senior management.
* Understanding of the financial services industry, including payment services and E-money, and FCA regulations.
* Passion for delivering good customer outcomes.
* Experience implementing and embedding a QA Framework.
* Experience working with Payment Services and E-Money.
* Leadership experience in managing a team.
* Experience in assurance activities within financial crime teams.
Applicants must be located and eligible to work in the UK without sponsorship. Feedback is expected within 28 days; otherwise, your application will be considered unsuccessful. By applying, you agree to our Privacy Policy, available on our website. For alternative formats of this job ad, contact MERJE directly.
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